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25 years of experience

Skills

Contact Centre Operations Inbound & Outbound Queues First-Contact Resolution Customer Advocacy & Retention Quality Assurance De-escalation & Conflict Resolution Vulnerable Customer Case Management Salesforce CRM SAP Siebel Systems Secure VPN Digital Telephony High-Volume Case Management Reporting & Documentation Premium Guest Relations

Experience

Customer Resolution & Complaints Specialist

British Gas (Centrica)

2001-03 - 2026-08

Managed high‑volume account escalations, ensuring resolution aligned with strict quality and KPI benchmarks. De‑escalated sensitive conflicts and retained at‑risk customers through empathy and problem‑solving. Maintained meticulous documentation and data integrity across Salesforce, SAP and Siebel environments to meet regulatory compliance. Collaborated with technical, billing and executive teams to streamline processes and resolve operational issues. Mentored new team members, sharing best practices for handling difficult inquiries and improving wrap‑up times.

Languages

English

fluent

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Last updated: 3 hete